Customer Service Representative
The Customer Support Associate I position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.
Essential Functions/Core Responsibilities
These Customer Service Support roles are not your typical call-center positions! In this role, you'll perform back-end sales support online and via email that keeps our clients' sales engine running. Gathering detailed, specific information via email correspondence about customer sales quoting cases, our growing Team helps customers obtain the service they desire to keep their businesses working successfully.
At Concentrix, we offer many benefits including paid training, competitive wages, greater career potential and much more!
As a Customer Support Associate at Concentrix, you'll provide exceptional service to customers and our clients by providing back office support services including compiling customer sales quoting information, email correspondence, data entry and analysis, processing and researching customer sales quotes. Strong computer skills, including MS Excel and multitasking skills are necessary for this role.
Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')
Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
Maintain basic knowledge of client products and/or services
Prepare complete and accurate work including appropriately notating accounts as required
Participate in activities designed to improve customer satisfaction and business performance
May offer additional products and/or services
Track, document and retrieve information in call tracking database
May respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
Saturday: Rotating Saturday's approx. 3 per quarter 9:00am-7:00pm
Extended coverage 4 Saturday's per quarter: 7:00am-2:00am
High school diploma/GED required with three to six months of relevant experience preferred (customer service/clerical/administrative)
Courteous with strong customer service orientation
Strong computer navigation skills and PC Knowledge, including MS Excel
Ability to effectively communicate, both written and verbally
Dependable with strong attention to detail
Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
Tolerance for repetitive work in a fast-paced, high production work environment
Ability to work as a team member, as well as independently
Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
Flexibility in accepting schedule changes as needed
Based on location and/or program, additional experience/skills may be required
Job requirements may vary by country and will not contravene any local laws
Career Framework Role
Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an EEO/AA/M/F/Vet/Disability Employer
USA, Appleton, WI